B.

16 B Management of Employee Grievances

Debi S. Saini Management Development Institute g p Gurgaon

This presentation deals with the following:

Nature and definition of grievances Causes of grievances Knowing grievances proactively The six stages in the Model Grievance Procedure Rootedness of Grievances/disputes to cos HR policy Shift from the traditional to the open approach
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Nature of Grievances

Grievance Concept
Narrow View: [Pigors and Myers use three terms]: Dissatisfaction: anything th t di t b expressed/not thi that disturbs, d/ t

Complaint: brought to superiors notice

Grievance: formal complaint to mgt./union

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Grievance Concept contd Broad View (Michael Jucious: Author of HRM book)
Any discontent or dissatisfaction y Whether expressed or not Whether valid or not Arising A i i out of anything connected with the co f hi d ih h That employee believes/feels is unjust/inequitable

Broader view is more acceptable today: HRM thinking 5

Types of Grievances

Types of Grievances
I. Grievances Resulting From Company Policy

II. Grievances due to Violations: Award, settlement. etc.

III. Grievances Relating to Working Conditions

IV. Grievances as to Personal Adjustment

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I. Grievances Resulting From Co. Policy

Promotions, Demotion, Discharge Amenities Leave Overtime Wage payment & job rates Seniority Hostility to union Fines Medical b fit M di l benefits Acting promotion Transfer Supersession Increments

II. Grievances Resulting from Violation of

The collective bargaining agreement Central or state laws A customary practice say, sons of soil Company rules
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III. Grievances Relating to Working Conds. & Mgrl Style Improper matching of employee with the job C a ges schedules o procedures Changes in sc edu es or p ocedu es Non-availability of proper tools, material Tight production standards Bad physical conditions of workplace Excessive or little discipline Poor relationship between WM and supervisor
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IV. Grievances as to Personal Adjustment 1. WMs over-ambition 2. Excessive self-esteem of WM 3. WMs impractical attitude to life p 4. Favouratism and nepotism by supervisor
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Grievance Procedure (GP) Usual Features of GP

Permanent GP generally appreciated Usually, a number of hierarchical steps (2-8) A union is generally not desired in GP But union involvement in India is usual
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Handling Grievances
I. Under Factories Act 1948

II. Under IDA 1947: Works Committees role

III. Under Code of Discipline

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Handling Grievances contd

III. Under Code of Discipline
16th

session ILC suggested a Model GP

Code

ratified by Central WM/employers organizations

MGP to

be adopted by those orgs. that have no GP

It envisaged machinery to administer GP

Envisaged six stages of grievance handling

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MODEL GRIEVANCE PROCEDURE

Voluntary Arbitration
APPEAL for revision 7 Days MANAGER 3 DAYS GRIEVANCE COMMITTEE 7 DAYS H O D 3 DAYS Officer of Deptt. 2 days verbally to Worker Immediate
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Changing Approaches To Grievance Redressal

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Grievances, Disputes & HRM

G.P. and disputes procedures often intertwined
If grievance espoused by union; it becomes a dispute ID resolution in India: through concil/adj/arb (ID Act)

Griev. redressal in India: variesNone to long GP to open Procedure be efficient & effective otherwise symbolic Power shifts due to HRM:
Individualization of IR: some procedures still needed Individualization Open procedures by enlightened employers (RIL)

Need to involve line at least in early stages Using HRM: leadership, diversity mgt., Counselling
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Open door Policy at Reliance Industries Ltd.

WM free to approach officers; even GMsPersonally or phone
Most grievances are thus settled Departmental reps. play a very important role

Highly effective redressal system

No strike2 unions---No interest dispute referred to Indl. Court ever

Grievances minimized by proactive policies & HRD

Investment into culture buildingWelfareHigher pay Medical scheme over & above ESI: Patient guides advise WM

Has constituted a works committee: effective Has a JMC which oversees the following:
SafetyProduction targetsWork conditionsCanteen facilities
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What can one Learn from this Session?

Grievances could be defined narrowly or widely Grievances could be rooted in policies, styles, values p , y , Knowing the grievances proactively in important There are six stages in the Model Grievance Procedure Grievances/disputes are related to cos HR policy Enlightened orgs are using open approach
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